Tier 1 Technical Support Specialist

At Ally Solutions, we believe technology should feel simple, supportive, and empowering-not frustrating. Our team delivers proactive, people-first IT support that keeps businesses running smoothly and securely. We don’t just fix issues-we prevent them, communicate clearly, and make sure our clients always feel supported.

If you enjoy helping people, solving problems, and being part of a collaborative, high-performing team, we’d love to meet you.

What You’ll Do

As a Tier 1 Technical Support Engineer, you’ll be the first point of contact for our clients and play a critical role in delivering a great experience. You’ll handle day-to-day support requests, resolve common technical issues, and ensure everything is properly documented and escalated when needed.

You will:

Provide Frontline Technical Support

• Respond to incoming tickets, calls, and alerts in a timely, professional manner
• Troubleshoot common issues related to:
• Windows 10/11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics)
• User account access (password resets, MFA issues, basic Azure AD tasks)
• Printers, peripherals, and common applications
• Escalate more complex issues to Tier 2 with clear documentation
• Follow standard procedures to ensure consistent, reliable outcomes

Deliver Exceptional Customer Experience

• Communicate clearly and warmly with end users
• Help clients feel heard, supported, and confident in the solution
• Set expectations appropriately and follow through
• Create a “wow” experience-even for simple issues

Be a Strong Team Player

• Collaborate closely with your teammates to solve problems efficiently
• Ask questions, learn continuously, and contribute to a shared knowledge base
• Support Tier 2/3 engineers with accurate ticket notes and troubleshooting steps
• Step in to help when workloads increase-because that’s what great teams do

Support Daily Operations

• Maintain accurate and detailed ticket documentation
• Follow SLA guidelines and prioritization standards
• Assist with onboarding tasks such as user setup, device provisioning, and access configuration
• Participate in team meetings and training sessions

Do you have experience in Windows?, * 1-2 years of IT support experience (or equivalent hands-on training / internship experience)

• Basic knowledge of:
• Windows operating systems
• Microsoft 365 applications
• User account and identity management
• Strong communication and customer service skills
• Ability to follow processes and document work clearly
• A positive, team-oriented mindset

Preferred

• Experience in an MSP environment
• Familiarity with PSA/RMM tools (Autotask, ConnectWise, etc.)
• CompTIA A+ or similar certification
• Exposure to Azure AD / Entra ID or Intune

Who You Are

You’re someone who:

• Enjoys helping people and takes pride in great service
• Communicates clearly and professionally
• Is dependable and follows through on tasks
• Works well with others and contributes to a positive team culture
• Is eager to learn and grow your technical skills
• Is willing to go above and beyond when a teammate or client needs support

At Ally, we value attitude, effort, and teamwork just as much as technical ability.

Pulled from the full job description

• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, Salary: $65,000 annually

We take care of our team so they can take great care of our clients:

• Fully paid healthcare premiums
• 401(k) match
• Generous PTO & paid holidays
• Unlimited sick time
• Professional development + Microsoft certification reimbursement
• A supportive team environment focused on growth and balance

Job Type: Full-time

Pay: $65,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance